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040			_cMANILA TYTANA COLLEGES LIBRARY
100			_aKim, Seongseop.
245	1	0	_aDifferences in expectations and perceptions between hospitality providers and international customers : _bthe case of Korean and Japanese group tourist in Thai hotels / _cSeongseop Kim, Statia Elliot, Rob Law, Kaye Chon.
260			_cApril 2014.
440			_aInternational Journal of Hospitality & Tourism Administration _n15 : 2 page 121 - 149
520			_aThe aim of this study is to ascertain, in an international tourism context, whether there are cultural discrepancies between hotel employees who have been educated and trained in a host country, and guests who have traveled to that country, given that each group is imbued with their own national culture. The findings indicate that not only do Thai frontline hotel employees have different expectations about the behavior of Japanese and Korean customers, but that the expectations of both customer groups concerning their own behavior differ from those of Thai employees. A significant gap was found in perceptions of actual behavior between the international customers and hotel staff, suggesting that cultural discrepancies are indeed present, but also vary by ethnicity. The scale of the discrepancy between Thai employees' perceptions of Japanese tourists' behavior, for example, was larger than in the case of the Korean customers. Comparison of the expectations of the two international customer groups also revealed strong differences.
521			_aTourism
650			_aCustomers.
650			_aExpectation.
650			_aHotel.
650			_aPerception.
650			_aService.
650			_aThai.
942			_cA _2lcc
998			_c70594 _d128957
999			_c69025 _d69025